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Spoke

Score9.1 out of 10

10 Reviews and Ratings

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What is Spoke?

Spoke, headquartered in San Francisco, offers their ticketing and request management app designed to support IT help desks, HR, or management with handling employee requests and assistance needs.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Spoke has to offer, as determined by TrustRadius' reviewers.
Based on 10 ratings of Spoke's features
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Top Performing Features

  • Service restoration

    Impact assessment and automated fixes for common problems

    Category average: 8.2

  • Configuration mangement

    Database for tracking and reporting all business assets

    Category average: 8.6

  • Policy and contract enforcement

    Ensuring that requesters have eligibility before fullfullment

    Category average: 7.9

Areas for Improvement

  • ITSM reports and dashboards

    Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

    Category average: 8.2

  • Service-level management

    Process for negotiating agreements regarding service level expectations, and ensuring these are met

    Category average: 8.6

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 9

Reviews

What users are saying about Spoke.
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Spoke is a great new ML-assisted service desk system!

Incentivized
Rose LaytonView profile
Strategic Technology Partner in Information Technology at Strada Education Network (501-1000 employees employees)

Pros

  • Machine learning: Spoke learns the answers to common questions and will offer answers when people submit requests.
  • Simple licensing: Straightforward, per-user licensing, that doesn’t require add-ons or hidden costs to use it fully.
  • Great customer relationship: Spoke is a hands-on partner in our organization, listening to our feedback and implementing our ideas.
  • Fast development cycle: The process, from the conception of new features to their general release, can be as short as a few weeks.

Cons

  • Some limited functionality: As a new product, Spoke came to the table with a pretty limited set of features, but they are adding more all the time!
  • Not suitable for customer-facing support! I don’t feel that this is a negative thing, but something for people to understand before they buy.

Return on Investment

  • Improved workload tracking: More requests are tracked because of available communication channels.
  • Saved time with auto resolves: Because Spoke can answer common requests with no interaction from us, we have more time to spend on other work.
  • De-formalising the ticket process: IT are people too! And now our users feel more comfortable when ticketing is simplified.

Alternatives Considered

Zendesk, ServiceNow, Jira Service Desk and Samanage

Other Software Used

Zoom, BetterCloud, Slack, G Suite, Okta Workforce Identity, JumpCloud, JIRA Software, Samanage, SentinelOne

Great tool for increased productivity!

Incentivized
Kristen HoustonView profile
Registrar & Director of Academic Services in Professional Services at The Seattle School of Theology & Psychology (51-200 employees employees)

Pros

  • Setup and training when first launching.
  • Learning how to make itself better over time.
  • High efficiency for a low investment.

Cons

  • It was a bit labor intensive to set up, but as mentioned they were very hands-on and fun to work with so it went very well.

Return on Investment

  • Spoke has been very cost efficient, more than paying for itself in gained productivity hours.

Spoke: Highly recommended for work request efficiency

Incentivized
Verified User
Employee in Marketing (201-500 employees employees)

Pros

  • Routes questions to the right team or person via Slack, email or text
  • Obtain status updates on current job requests
  • Allows IT to follow up more efficiently on the job requests from employees

Cons

  • I don't have any feedback for this area as the product is still very new to us.

Return on Investment

  • It allows not only IT, but all other employees as well, to work more efficiently. But namely, IT no longer has to engage in conversation explaining who to send what questions to — Spoke takes care of it!

Other Software Used

Concur Travel and Expense

Spoke is the best ticketing system!

Incentivized
Verified User
Employee in Information Technology (51-200 employees employees)

Pros

  • AI driven auto-responses based on KB entries.
  • Simple, intuitive user interface.
  • Built for all teams in your organization, not just Information Technology.

Cons

  • Newer company, a lot of features on the road map that aren't yet available.
  • A few bugs with the Slack integration.
  • Filtering/searching tickets is not intuitive.

Return on Investment

  • Good cost for the value.
  • Great reporting features.
  • Great AI-driven auto responses to commonly asked questions.

Other Software Used

ServiceDesk Plus, NinjaRMM, AlienVault USM